Telecom Junior Engineer

Summary

Main responsibility for the Telecom Junior Engineer is to provide technical support, configuration and maintenance to the ACD platforms used in our BPO contact centers in LATAM. The ideal candidate will have technical knowledge in Avaya, Alvaria UIP and Genesys Cloud, as well as experience in multi-client environments with high demand operations.

Responsibilities

· Provide first and second level technical support to ACD platforms used in contact center operations.

· Perform basic configuration of call flows, agents, skills, queues and campaigns in Avaya, Alvaria UIP and Genesys Cloud CX.

· Monitor telecom infrastructure performance and participate in incident resolution.

· Support in documenting processes, architecture diagrams and configuration matrices.

· Collaborate with local and regional teams in the implementation of new services, campaigns or customers.

· Participate in operational continuity testing, software upgrades, migrations and preventive maintenance.

· Ensure compliance with security, quality and infrastructure availability policies.

Education and Specific Training:

· Technician or Engineer in Telecommunications, Electronics, Networking or related field.

· Intermediate technical English (B1)

· Between 1 and 3 years of experience in technical areas of telecommunications or contact center support.

· VoIP, SIP, IVR and call routing basics.

· Knowledge of monitoring tools, WFM and call recording is desirable.

· Familiarity with Linux/Windows operating systems and IP networks.

· Previous experience (desirable) in BPO environments or companies with large customer service operations.

We offer

· Life Insurance Policy (Individual): Your designated beneficiary will receive 24 months of pay when the cause of death is deemed natural and 48 months when accidental.

· Christmas Bonus: Equivalent to thirty days' base salary.

· Holidays: According to the Mexican Law.

· Vacation Premium: Corresponds to 100% of salary accrued for the vacation period to which you are entitled. Your payment will be made annually on your anniversary with the company